This document discusses Avaya Speech Analytics, a speech analytics software that uses phonetic search technology. It can index and search audio files faster than real-time. The document outlines the technology behind speech analytics, applications of speech analytics, Avaya's acquisition of Aurix and the phonetic search technology, differences from other solutions, language capabilities, workflow, and architecture.

1. Avaya Speech Analytics
Tom Haynes – Business Development Manager

2. © 2013 Avaya Inc. All rights reserved. 22
The Voice of your Customers - Communication
 Multi channel communications continue to grow
 Over 60% of interactions are voice
Source: Webtorials Editorial/Analyst Division
0%
20%
40%
60%
80%
Percent of Respondents
Voice
(agent)
Fax Voice
(self)
Email Web SMS Chat Video Social
Media
IM
2010 2012

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What is Speech Analytics?

4. © 2013 Avaya Inc. All rights reserved. 44
 Working Process: Two-stage process
1. Transcription converts voice into text using a preset
dictionary and language model (grammar)
2. Text search locates occurrences of query words in
the resulting transcription
 Technology Strength:
 Produces a written transcript
 Supports fast text search
 Word mention
Phonetic Speech SearchLVCSR or Speech to Text
 Working Process: Two-stage process
1. Audio indexing converts voice into a searchable
phonetic index (no dictionary or language model
required)
2. Audio search locates audio segments within the
phonetic index that „sound like‟ the query terms
 Technology Strength:
 Fast indexing
 Query terms not limited to pre-defined dictionary
 Very fast searches
 Able to perform incremental or on demand searches
without having to re-index
 Minimal hardware requirements
Core Technology Comparison
LVCSR/Speech to Text AND Phonetic Search
- Finite Logic - Probabilistic Logic

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Applications of Speech Analytics
Customer
Contact
E-discovery &
Forensic Search
Security &
Intelligence
Enterprise
Search & Media
SPEECH
ANALYTICS
INSIGHTS
RISK
MANAGEMENT
OPERATIONAL
EFFICIENCY
REVENUE
OPTIMIZATION
WHAT WHY

6. © 2013 Avaya Inc. All rights reserved. 6
Avaya Speech Analytics
 Phonetic Search Technology
 Avaya acquired Aurix in 2011
 OEM Provider
 Aurix product history started in
1950‟s
 Speech Synthesis and Analytics
Project of UK MOD
 First ACSR System Based on
“hidden Markov model” - 1984
 Technology that Avaya Speech
Analytics is built on today

7. © 2013 Avaya Inc. All rights reserved. 7
Why is Avaya Speech Analytics Different?
 Audio/Recording platform
agnostic
 Meta-data association
– within recording
– from external data sources
 Fast Indexing – 80 to 100 times
faster than live
 Fast Searching– Search 22 hours of
indexed audio for a single term or
phrase within 1 second
 Lightweight hardware footprint
 Low TCO when compared to other
providers

8. © 2013 Avaya Inc. All rights reserved. 8
Avaya Speech Analytics Language Capabilities
 Supports multiple languages
– US English, UK English
– American Spanish, Brazilian Portuguese
– German, Dutch, Russian
– Egyptian Arabic, Gulf Arabic
– Canadian French, EU French
 Upcoming Languages
– Hindi, Urdu, EU-Spanish, Italian, Mandarin Chinese and Japanese

9. © 2013 Avaya Inc. All rights reserved. 9
Avaya Speech Analytics Workflow
TAKE ACTIONBUSINESS
OBJECTIVES
GAIN INSIGHTS

10. © 2013 Avaya Inc. All rights reserved. 10
Avaya Speech Analytics Client
Project Framework
Avaya Aura® Performance Center, Speech Analytics Module
Avaya Common Server
Speech Analytics OAM
Config
Tags
Config
Ref
Data
Oracle
Reports &
Analysis
Dashboards
Avaya
Contact
Recorder
Any
Recorder
Radvision
Mutare
Turrets
Index Search Tag
Audio/meta
-data
Cache
(SAN)
Config
Rules
Web
interface
ETL
Results
Avaya Speech Analytics 2.0 Architecture
Export
AUDIO
PLUG-IN
META-DATA
Browser based app to
configure, search, tag and
consume reports and
analytics.

11. …faster collaboration, smarter decisions, better business